Hello fellow ITIL-ers. I have been reading through the forum looking for something specific around Email Response Time. I have heard that the Industry Standard is 95% of emails responded within 90 minutes, but nothing to validate this. Can anyone validate this or provide your insight? Thank you in advance for your help and insight into this.

Hello John, right now I am very perplexed. I have searched and find nothing to confirm there is an industry standard on Email Response Time. I have found 4 hours is about right, but I have a client pushing this to me as a KPI saying this is "Industry standard", but I manage other desks and no other client of mine has this requirement/expectation.

My intention here was to put out the question to the forum to see if anyone had any insight on this or could give me an idea of what are the latest trends on how Email Handling Time or Email Response Time is being handled in other Service Desks. The client is asking us to answer 95% of all emails in 90 minutes or less and I want to be able to "fight back" as I consider this request unreasonable and not possible with how my desk is staffed. Thanks for your insight and help you can provide.